RobD of Aria is a Star :)))

Let me start by explaining some of the situation (all of it would take even
longer then this is going to already )
I had a Arianet 2277 DVD Player that developed a fault after over 11 months
of owning it (The LCD packed up) I wasnt sure if I could RMA it so I
contacted Robert.
I have briefly emailed Rob with a query in the past and knowing how helpful
he is, he was the first person I contacted at Aria, he instructed me to get
an RMA number from the website, which I done, but never got the
confirmation email from the staff or computer system (whichever is
responsible) with returns instructions and the RMA number.
AGAIN I contacted Rob for a second time, quering what my RMA number was
etc. AGAIN the man replied and supplied a link to the RMA label and an
email with instructions, (something IMO he shouldnt of had to do) and
explained how the RMA system had not been playing ball recently.
Now to cut the story down a bit basically I then returned the item but
didnt hear anything for a few weeks. Ok it was December and I thought give
the staff a chance, but after 3 weeks i was getting impatient ;D I emailed
customer support who later replied stating my player would be replaced with
an identical model, great, except Aria hadnt sold the 2277 for quite a
while (guess the customer service overlooked it was an item that was 11
months+ old).
Another email to Rob who sorted out the mistake made and again replied to
me (thats atleast the 3rd email and extra work hes done by now BTW) stating
the model it would be replaced with and other information.
I then midweek get a dispatch email from the enquires dept. which from my
reading sounded like i had been billed for the replacement, I email them
and ask if i was billed and ask for a citylink tracking number.... "No
reply".
So AGAIN another email to Rob this time with more questions about my
replacement then even I can remember and concern about being billed for the
replacement, Rob again answered all my questions assured me i hadnt been
billed for the replacement, and explined in detail the mix-up that had
occured.
A couple of days go by and no replacement dvd player arrives, so yet AGAIN
another email to Rob, (I gave up with the other departments now as Rob was
so much quicker ) who chases the situation emails me a tracking number
and again delivers the result being a replacement dvd player that arrived
via city link to me the next day ))
The man is as close to being God as one man ever can be at any company, he
went out of his way answering all my emails that had concerns or questions,
he kept me up to date, and IMO often dealt with matters, which others at
Aria should have IMO done (although as its Xmas I understand the staff were
rushed off their feet with orders etc.).
The man in my case probably done the leg work that several departments
would normally do, and thats not the end of it, oh no, we are still in
contact about my replacement and Rob has even offered help with regards to
the player ive got now.
I really dunno what to say, if every company had a man/woman like Rob
working for them then none of us would ever have to worry about any web
shopping again. Im so impressed by the guy that Im sitting here actually
considering either getting an email address for management at Aria to make
them realise how much a valuble employee he is and tell them to give the
man a HUGE pay rise, or considering actually writing a posh letter
demanding they give him what ever rate of pay he demands and explain how
helpful he is.
I have had good aftersales service from other companies in the past (SVP in
my experience are superb) but not even they come close to all the time,
effort, and leg work sorting mistakes and queries that Rob at Aria put into
helping me, Rob if you are reading, thankyou yet again, christ knows how
Aria or any company would manage without you being there )))

*Rob, you may now print this, wave it under your work colleagues noses, and
stick several copies to the walls of the managements offices, go on m8,
gloat, about how good you are ;D*

"Dave" wrote in message
...
Let me start by explaining some of the situation (all of it would take
even
longer then this is going to already )
I had a Arianet 2277 DVD Player that developed a fault after over 11
months
of owning it

Your lucky, mine lasted 30 mins, and I don't know any names or strings to
pull at Aria.
So I'm stuck without a DVD player and the distinct feeling that I won't be
making such a mistake again.

"jim." wrote in message
news

"Dave" wrote in message
...
Let me start by explaining some of the situation (all of it would take
even
longer then this is going to already )
I had a Arianet 2277 DVD Player that developed a fault after over 11
months
of owning it

Your lucky, mine lasted 30 mins, and I don't know any names or strings to
pull at Aria.
So I'm stuck without a DVD player and the distinct feeling that I won't
be
making such a mistake again.


I bet rob will be along in here shortly, trust me, he is the superman of
aria )
he will probably look into things for you
dont expect a miracle that its gonna be replaced until the new year now
though.

"jim." wrote in message
news

"Dave" wrote in message
...
Let me start by explaining some of the situation (all of it would take
even
longer then this is going to already )
I had a Arianet 2277 DVD Player that developed a fault after over 11
months
of owning it

Your lucky, mine lasted 30 mins, and I don't know any names or strings to
pull at Aria.
So I'm stuck without a DVD player and the distinct feeling that I won't be
making such a mistake again.



Hi Donald,
I will look into this for you, I have found your RMA
number, the guy who tests DVD players is not in today, and I'm not sure when
he's back, and I am now off until the New Year in a couple of hours, but on
my return I will make sure that it has been tested as you have requested.

Regards,

RobD,
Aria Technology,
www.aria.co.uk

"Dave" wrote in message
...

"jim." wrote in message
news

"Dave" wrote in message
...
Let me start by explaining some of the situation (all of it would take
even
longer then this is going to already )
I had a Arianet 2277 DVD Player that developed a fault after over 11
months
of owning it

Your lucky, mine lasted 30 mins, and I don't know any names or strings
to
pull at Aria.
So I'm stuck without a DVD player and the distinct feeling that I won't
be
making such a mistake again.


I bet rob will be along in here shortly, trust me, he is the superman of
aria )
he will probably look into things for you
dont expect a miracle that its gonna be replaced until the new year now
though.

I was beginning to wonder if it would be replaced at all, and had no
illusions of it arriving xmas morning on a sleigh.
I've met two Pauls and a Steven so far without apparant success, I sincerely
hope your super Rob can beat them.

djt.

"Rob D" wrote in message
...

"jim." wrote in message
news

"Dave" wrote in message
...
Let me start by explaining some of the situation (all of it would take
even
longer then this is going to already )
I had a Arianet 2277 DVD Player that developed a fault after over 11
months
of owning it

Your lucky, mine lasted 30 mins, and I don't know any names or strings
to
pull at Aria.
So I'm stuck without a DVD player and the distinct feeling that I won't
be
making such a mistake again.



Hi Donald,
I will look into this for you, I have found your RMA
number, the guy who tests DVD players is not in today, and I'm not sure
when
he's back, and I am now off until the New Year in a couple of hours, but
on
my return I will make sure that it has been tested as you have requested.

Regards,

RobD,
Aria Technology,
www.aria.co.uk

Thanks Rob.
Although that's exactly what Paul Wilson said two days ago.
I could be totaly wrong about all this, I do understand how wild things can
get in the run up to xmas having seen it repeatedly in the trade.
All I have to go on in this case is my own experience though, which at
moment seems particularly negative.
I will apologise if I later turn out to be the moaning 0.1% customer. :-)

Merry Xmas HoHoHo...

Hi Donald,
I will look into this for you, I have found your RMA
number, the guy who tests DVD players is not in today, and I'm not sure
when
he's back, and I am now off until the New Year in a couple of hours, but
on
my return I will make sure that it has been tested as you have
requested.

Regards,

RobD,
Aria Technology,
www.aria.co.uk

Thanks Rob.
Although that's exactly what Paul Wilson said two days ago.
I could be totaly wrong about all this, I do understand how wild things
can
get in the run up to xmas having seen it repeatedly in the trade.
All I have to go on in this case is my own experience though, which at
moment seems particularly negative.
I will apologise if I later turn out to be the moaning 0.1% customer. :-)

Merry Xmas HoHoHo...





Rob D. My car is playing up, fancy taking a look at that too? ;-)

"jim." wrote in message
...

"Dave" wrote in message
...

"jim." wrote in message
news

"Dave" wrote in message
...
Let me start by explaining some of the situation (all of it would
take
even
longer then this is going to already )
I had a Arianet 2277 DVD Player that developed a fault after over
11
months
of owning it

Your lucky, mine lasted 30 mins, and I don't know any names or
strings
to
pull at Aria.
So I'm stuck without a DVD player and the distinct feeling that I
won't
be
making such a mistake again.


I bet rob will be along in here shortly, trust me, he is the superman
of
aria )
he will probably look into things for you
dont expect a miracle that its gonna be replaced until the new year now
though.

I was beginning to wonder if it would be replaced at all, and had no
illusions of it arriving xmas morning on a sleigh.
I've met two Pauls and a Steven so far without apparant success, I
sincerely
hope your super Rob can beat them.

I really cant praise him enough, and IF your DVD player is faulty i bet he
sorts it

"Dave" wrote in message
...
Let me start by explaining some of the situation (all of it would take
even
longer then this is going to already )

snip

Glad you've had more luck than I have. I had my RMA approved on the 8th of
December and had a courier collect the item the next day and they've still
not even bothered to process it. They've actually had the item 2 weeks now.

"Michael Rodgers" wrote in message
...
"Dave" wrote in message
...
Let me start by explaining some of the situation (all of it would take
even
longer then this is going to already )

snip

Glad you've had more luck than I have. I had my RMA approved on the 8th
of
December and had a courier collect the item the next day and they've
still
not even bothered to process it. They've actually had the item 2 weeks
now.


Mine was returned on the 2nd december and took 3 weeks for them to process,
which is NO where near as bad as some companies, i really dont understand
people that moan after 2 weeks, 3-4 i can begin to understand but moaning
about sending an item back after 2 weeks in the middle of december?????
sheesh!